Sales Support Representive with German Skills (Job Number #1619490)

Short company description

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Requirements

 First level university degree
 Typically 2+ years of related experience (e.g., sales, customer service, procurement, sales support)
 Fluent in English and German (both written and spoken)
 Solid PC Knowledge (Word, Outlook, Excel, PowerPoint, database in general)
 SAP know-how
 Previous experience in a renewal/ inside sales/telesales role, collections, ideally in a software department. Alternatively customer support experience.
 Knowledge on E2E sales process
 Ability to structure and apply basic organizational skills to manage daily operational issues · Problem solving and analytical skills
 Business comprehension
 Proven negotiations skills and techniques
 Proven abilities in customers relationship management
 Initiative and ability to work under pressure
 Time management skills and ability to handle complex tasks, client needs and processes
 Ability to learn and effectively use of Customer Support tools/resources
 Proactive in learning new versions, products, modules
 Team Spirit

Responsibilities

Manages a portfolio of SW support contracts
Acts as a first point of contact for ongoing customer accounts/HPE Partners on daily operational matters
Ensures in time renewal for All SW support contracts within assigned portfolio
Ensures forecast accuracy ( for assigned pipeline using Support Sales Cloud tool)
Ensures the check and resolution for all order/ revenue / and business relevant issues
Maintains high satisfaction level of customers thru proactive communication, proper prioritization of received requests and high data accuracy
Responds and resolves all customer requests using email, phone and Skype for business
Resolves operational issues that may arise from the end-to-end sales process (e.g., order status, cancellations, invoicing)
Takes full ownership of Front Office responsibilities and coordinates all activities within the process, including involvement of partners both internal and external
Ensures the interface between Credit and Collections, license sales team, SW business, delivery, product development (I.e. order status, revenue, post-sales). Ensures all questions are answered
Contacts customers with cancelled support in order to identify win back opportunities
Takes appropriate actions according to HP procedures and policies
Ensure open communication in a timely manner with other HP business units/ functions
Identify all customer requirements and goes beyond immediate issues offering long-term solutions
Performs checks and business control as per audit requests in order to secure HPE’s revenue
Assures the admin responsibility for contracts activation. Assure that they are handled correctly from a commercial and legal point of view along the HP Enterprise customer support policies and procedures.
Respects and applies internal procedures: document in the system all order bookings, all contacts with assigned customers and partners, as well as reports clean-up
Occasionally needs to take over lead functions for customer projects from administrative point of view.
Collaborates with other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.
Ability to negotiate effectively with a predilection for correct decision making and deadline